Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 3 Field Values
The Script_Cross_Reference.LocalID field indicates the script object that references the target. The
Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced.
Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced.
Service Fields
The ICM software can use any of three formulas to calculate the service level for a service. The formulas
differ in the way they treat calls that were abandoned before the service level threshold expired. The
value of the ServiceLevelType field indicates the type of service level calculation used.
differ in the way they treat calls that were abandoned before the service level threshold expired. The
value of the ServiceLevelType field indicates the type of service level calculation used.
Note that regardless of which calculation you choose, the ICM software always tracks separately the
number of calls abandoned before the threshold expired.
number of calls abandoned before the threshold expired.
In addition to tracking the service level as calculated by the ICM software, the historical and real-time
tables also track the service level as calculated by the peripheral. The PeripheralServiceLevelType field
indicates how the peripheral itself calculates the service level. Aspect CallCenter ACDs can calculate
service level in several different ways.
tables also track the service level as calculated by the peripheral. The PeripheralServiceLevelType field
indicates how the peripheral itself calculates the service level. Aspect CallCenter ACDs can calculate
service level in several different ways.
52
Application Path
53
Peripheral MRD
54
Script Queue Meters
55
Campaign Target Sequence
56
Microapp Defaults
57
Microapp Currency
58
Microapp Locale
Table 3-14 Script_Cross_Reference.TargetType Values (continued)
Value
Meaning
Table 3-15 Service.ServiceLevelType Values
Value
Meaning
0
Use default value from Peripheral record.
1
Ignore Abandoned Calls. Remove the abandoned calls from
the calculation.
the calculation.
2
Abandoned Calls have Negative Impact. Treat abandoned
calls as though they exceeded the service level threshold.
calls as though they exceeded the service level threshold.
3
Abandoned Calls have Positive Impact. Treat the abandoned
calls as through they were answered within the service level
threshold.
calls as through they were answered within the service level
threshold.
Table 3-16 Service.PeripheralServiceLevelType Values
Value
Meaning
0
Use default from Peripheral record.
1
Aspect Service Level 1.
2
Aspect Service Level 2.